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Metode : Metode yang digunakan adalah metode penelitian kuantitatif dan kualitatif, dengan tipe penelitian kombinasi Sequential Explenatory Desain (Sugiyono, 2012), dimana pengumpulan dan analisis data terdiri dari 2 tahap yaitu: 1. pengumpulan dan analisis data kuantitatif pada tahap pertama (Pengumpulan data melalui kuisioner dilakukan untuk mengetahui mutu pelayanan Rumah Sakit RK Charitas, melalui penggunaan Kriteria Baldrige) 2. pengumpulan dan analisis data kualitatif pada tahap ke dua (melakukan wawancara untuk mendapatkan gambaran yang lebih utuh terhadap hasil pengumpulan data melalui kuisioner).
Hasil : Dari hasil penelitan, didapatkan seluruh variabel (Kepemimpinan, Perencanaan Strategi, Fokus Pelanggan, Fokus Sumber daya manusia, Fokus Proses, Pengukuran-analisa dan manajemen pengetahuan) memiliki hubungan yang signifikan dalam mempengaruhi kinerja rumah sakit. Didapatkan dari tujuh kriteria Malcolm Baldridge, terdapat 3 variabel yang memiliki nilai diatas total rerata, dan 4 kriteria memiliki nilai dibawah total rerata. Dari hasil penelitian didapatkan variabel kepemimpinan merupakan variabel yang memiliki nilai rata-rata terendah iii dibandingkan variabel lainnya. Pada variabel kepemimpinan, dinilai peran kepemimpinan dalam transparasi, supevisi, kaderisasi di masa yang akan datang, serta proses perencanaan dan pengelolaan perencanaan strategi dinilai kurang optimal.
Kesimpulan : Berdasarkan hasil penelitian yang dibuat oleh peneliti, maka dapat disimpulkan bahwa mutu pelayanan Rumah Sakit Charitas dikaji berdasarkan integrasi TQM dan Six Sigma melalui pendekatan Malcolm Baldridge, perlu ditingkatkan. Dimana terdapat 4 (empat) variabel yang memiliki nilai rata-rata lebih rendah dari total nilai rata-rata 7 (tujuh) variabel dalam Kriteria Malcolm Baldridge. Empat kriteria tersebut ialah kepemimpinan, perencanaan strategi, manajemen sumber daya manusia, serta pengukuran, analisis dan manajemen.Variabel yang perlu mendapatkan perhatian besar karena memiliki nilai yang paling rendah ialah variabel kepemimpinan dan perencanaan strategi. Selain itu, berdasarkan hasil wawancara mendalam, peran yang paling besar dalam peningkatan kinerja ialah peran kepemimpinan. Dilihat dari hasil pencapaian indikator kinerja RS. Charitas yang mengalami penurunan tiga tahun terakhir, tidak sejalan dengan hasil kuantitatif yang dicapai pada kriteria variabel kinerja rumah sakit, dimana menghasilkan nilai yang baik. Salah satu penyebabnya ialah ketidakselarasan antara program kerja dan target unit dengan rencana strategi yang telah ditetapkan. Hal ini dipertegas melalui wawancara mendalam, rencana strategi yang telah ditetapkan tidak secara menyeluruh disosialisasikan ke unit-unit. Sehingga tujuan dari program kerja seringkali ditemukan tidak sejalan dengan rencana strategi yang telah ditetapkan, yang berpengaruh pada perbedaan persepsi pencapaian kinerja unit dengan kinerja rumah sakit secara keseluruhan. Selain itu ditemukan tidak adanya pedoman penilaian kinerja unit.Maka melalui penelitian ini diharapkan penerapan Integrasi TQM dan Six Sigma untuk mencapai kinerja rumah sakit melalui: meningkatkan peran kepemimpinan di rumah sakit; mengembangkan dan melaksanakan rencana strategis yang optimal; meningkatkan kemampuan untuk fokus terhadap pasien/pelanggan; memberikan perhatian tinggi terhadap pengelolaan dan pemberdayaan karyawan; mengembangkan; meningkatkan sistem dan proses dalam pelaksanaan pelayanan; serta melaksanakan upaya mutu berkelanjutan dengan menekankan pada pengukuran melalui indikator-indikator individu, unit maupun rumah sakit serta mengembangkan sistem informasi yang akurat.
Kata kunci : Mutu Rumah Sakit, TQM, Six SIGMA, Malcolm Baldridge
Background : Hospital as an organization working in the field of public health services increasingly demanded to provide better health services (Muchtar, 2011). Excellent service and quality will have an impact on patient satisfaction and impact on customer loyalty to the improvement of services offered. One measure of the achievement of the quality of a service is the loyalty of consumers. Charitas Hospital, there is a decline in customer loyalty from the year 2013 to 2015 by 80%. It was determined by a decrease in the quality indicators that BOR, LOS, TOI, GDR, NDR which dropped on the last three years (Data RS-Caritas, 2016). It is known that the quality management TQM and Six Sigma have each proven concepts and empirical as continuous quality improvement methods that can help improve the performance of organizations including hospitals. How is the quality of service at the Charitas Hospital observed from the criteria Malcolm Baldrige Criteria with the integration of TQM and Six Sigma approach?
Method : The method used is quantitative and qualitative research methods, combination of the research type Explenatory Sequential Design (Sugiyono, 2012), where the data collection and analysis consists of two phases: 1. The collection and analysis of quantitative data on the first stage (The data was collected through a questionnaire conducted to determine the quality of RK Charitas Hospital services, through the use of Baldrige Criteria) 2. the collection and analysis of qualitative data in the second phase (conducting interviews to get a fuller picture of the data collected through questionnaires). v
Results : From the research results, obtained all the variables (Leadership, Strategic Planning, Customer Focus, Focus Human Resources, Process Focus, Measurementanalysis and knowledge management) had a significant association in influencing the performance of the hospital. Obtained from seven Malcolm Baldridge criteria, there are three variables that have a total value above the average, and four criterias have a value below the total average. From the results, the leadership variable is a variable that have the lowest average value compared to other variables. In the leadership variable, assessed a leadership role in transparency, supervision, regeneration in the future, as well as the planning and management processes were considered less optimal than strategy planning.
Conclusions : Based on the results of the research, it can be concluded that the quality of service of Charitas Hospital assessed based on the integration of TQM and Six Sigma approach Malcolm Baldridge, needs to be improved. Where there are 4 (four) variables that have an average value is lower than the total average value of 7 (seven) variables in the Malcolm Baldridge Criteria. Four of these criteria are leadership, strategic planning, human resources management, as well as measurement, analysis and mangement.Variable that needs great attention because it has the lowest value are leadership and strategic planning. In addition, based on the results of in-depth interviews, the greatest role in performance enhancement is the role of leadership. Judging from the results of the achievement of performance indicators Charitas Hospital which has decreased for the last three years, is not in line with the quantitative results achieved on hospital performance variable criteria, which produces a good value. One reason is the misalignment between the work program and the target unit with a strategic plan that has been set. This is confirmed through in-depth interviews, plan strategies that have been set are not thoroughly socialized into units. So the purpose of this work program are often found to be not in line with the strategic plan that has been set, which affects the perception of differences in the achievement of the unit's performance with the performance of the hospital as a whole. Also found no performance appraisal guidelines unit. So through this research are expected application of TQM and Six Sigma integration to achieve vi performance of hospitals through: increasing the role of leadership in the hospital; developing and implementing a strategic plan that is optimal; improving the ability to focus on patient/customer; giving high attention to the management and employee empowerment; developing, improving the systems and processes in service delivery; and implementing continuous quality efforts with emphasis on measuring through indicators of individual, unit or hospital and developing accurate information system.
Keywords : Hospital Quality, TQM, Six SIGMA, Malcolm Baldridge
Dalam rangka mendukung Transformasi Layanan Rujukkan, Kementerian Kesehatan melaksanakan Transformasi Akreditasi Rumah Sakit. Hal ini menjadi salah satu upaya Kementerian Kesehatan untuk mewujudkan pelayanan kesehatan yang bermutu. Namun, masih terdapat kendala dalam akreditasi yaitu pada pembinaan survei akreditasi, pre dan pasca survei. Melihat mutu pelayanan Kesehatan di Indonesia yang terus berkembang dan memerlukan peningkatan, maka perlu diketahui upaya apa saja yang dikerahkan oleh pemerintah untuk mewujudkan pelayanan kesehatan yang bermutu. Tujuan dari penelitian ini adalah untuk mengetahui Gambaran Upaya Percepatan Penyelenggaraan Akreditasi di Rumah Sakit di Indonesia oleh Kementerian Kesehatan RI. Metodologi penelitian yang digunakan ialah penelitian kualitatif dengan metode wawancara mendalam. Validasi data dilakukan melalui triangulasi sumber yang mencakup wawancara dengan berbagai informan, serta triangulasi metode dengan telaah dokumen serta observasi. Hasil dari penelitian ini ialah Upaya Percepatan Penyelenggaraan Akreditasi melibatkan Sumber Daya Manusia mulai dari Menteri, Ketua Tim, Staff, yang memiliki kompetensi sarjana kesehatan maupun tidak dengan catatan memiliki pengalaman di fasyankes. Anggaran yang digunakan bersumber dari APBN & APBD. Pedoman utama dalam percepatan ini ialah Standar Akreditasi yang memberikan efektivitas dari segi substansi, tarif, dan metode penyelenggaraan Survei. Pencatatan dan pelaporan terintegrasi melalui Sistem Informasi Akreditasi Rumah Sakit (SINAR). Permasalahan terdapat pada keterbatasan SDM, pengajuan anggaran, serta ruangan untuk konsultasi. Namun capaian Rumah Sakit terakreditasi per Desember 2022 sudah tinggi yaitu 82% dari 100% target Rencana Pembangunan Jangka Menengah (2020-2024).
In order to support Referral Service Transformation, the Ministry of Health implements Hospital Accreditation Transformation. It's become one of the efforts of the Ministry of Health to provide quality health services. However, there are still obstacles in accreditation, namely in the development of accreditation surveys, pre, and post-surveys. Seeing the quality of health services in Indonesia which continues to grow and requires improvement, it is necessary to know what efforts are being made by the government to realize quality health services. The purpose of this study is to find out the description of efforts to accelerate the implementation of accreditation in hospitals in Indonesia by the Indonesian Ministry of Health. The research methodology used is qualitative research using in-depth interviews. Data validation was carried out through source triangulation, which included interviews with various informants and method triangulation by document review and observation. The results of this study are Efforts to Accelerate the Implementation of Accreditation involving Human Resources starting from Ministers, Team Leaders, Staff, who have a competency degree in health or not with a record of having experience in health facilities. The funding is sourced from APBN & APBD. The primary guideline in this acceleration is the Accreditation Standards which provide effectiveness in terms of substance, rates and methods of conducting Surveys. Integrated recording and reporting through the Hospital Accreditation Information System (SINAR). The problem lies in the limited human resources, submission of submissions, and the council for consultation. However, the achievements of accredited hospitals as of December 2022 are already high, namely 82% of the 100% target of the Medium Term Development Plan (2020-2024).